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Customer Success Manager & Training Specialist
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New York, New York, United States
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Hi! We’re Carbyne and we are on a mission to help emergency call centers save lives every day. As the leader in emergency collaboration technologies, we’re building a platform that brings game-changing capabilities to people in crisis, such as live video, instant chat, and location tracking. Our platform unifies the flow of life-saving information to emergency call centers, so they can handle emergencies faster than ever, and get to the right people, in the right place, at the right time. We currently provide services to over 400 million people in over eight countries worldwide, and partner with Google, Cisco, Amazon, and Microsoft to deliver life-saving technologies. Want to join our mission-driven team? Read on. 

Headquarters: New York City, New York

Current Headcount: 160 People and counting….

Carbyne Website

Recent Press

Techcrunch article: Carbyne raises $56M Series C

As a Customer Success Manager & Training Specialist you will be responsible for ensuring the success and satisfaction of our customers while also providing training and support to our users and/or partners. This is a hybrid role where you will spend approximately 50% of your time focused on customer success management and 50% on customer training.

Customer Success Management:

  • Serve as the main point of contact for assigned customers and build strong relationships with decision-makers, key personnel, and IT staff
  • Maintain regular communication with customers based on best practices
  • Provide clear product usage and analytics updates to relevant stakeholders
  • Collaborate with internal teams to meet and exceed customer expectations
  • Track enhancement requests from our customers  for future features and functionality 
  • Conduct customer onboarding through training and use cases
  • Partner with the Sales team to achieve growth goals and identify upsell opportunities
  • Promote customer adoption and usage of Master Carbyne's products
  • Ensure operational efficiency through streamlined processes, while implementing customer success policies to improve satisfaction and product adoption strategies.
  • Measure and recommend improvements to customer onboarding and handoff experience

Customer Training:

  • Develop comprehensive training programs for our users and/or partners
  • Conduct virtual training sessions, webinars, and workshops to educate users and/or partners on the features and functionality of our product.
  • Evaluate training needs and develop customized training plans to meet our customer’s specific requirements.
  • Continuously gather feedback and insights to improve the effectiveness of our training programs.
  • Administer and maintain the LMS, ensuring optimal functionality, accessibility, and experience. 
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